Customer Success Manager
2 months ago
About Hatica
Hatica is a venture-backed fast growing SaaS startup focussed on building an engineering analytics platform to help development teams drive productivity, alignment and well-being. It was founded in 2020 by a strong team from Georgia Tech, IIT, and Uber. We operate as a fully distributed organisation of high performance and inclusive teams.
Job Description
Experience - 4 -6 years
We are looking for a technically savvy customer success manager to help our customers get maximum value of Hatica. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.
What You’ll Do
- Drive retention and growth among our customers by understanding their business needs and helping them succeed
- Enable successful roll-out of Hatica to customer employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Identify opportunities for customers to act as Hatica advocates (e.g. testimonials, case studies)
- Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
- Marshall resources across the Hatica org as needed to support customers needs
- Represent the voice of the customer to inform our sales process and product roadmap
What We’re Looking For
- 4+ years in a Customer Success, Relationship Management, Account Management, or similar role
- Candidates with a Computer-related degree or work experience as a software engineer in the past are strongly preferred due to the nature of our product and customer persona
- Experience working with large enterprise customers
- Exceptional communication skills, highly organized, collaborative and detail oriented
Benefits
- Work with the best and brightest on a global cutting-edge SaaS product
- Performance oriented culture built on fairness and inclusivity
- Competitive Compensation
- Flexible work hours
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